What’s the best way to handle GDPR right-to-be-forgotten requests when migrating Zendesk ticket data to Genesys Cloud? We are currently in the final stages of our migration from Zendesk to Genesys Cloud, and compliance has raised a major concern about how we handle data deletion requests. In Zendesk, we could simply archive or delete tickets, but the interaction history in Genesys seems much more persistent. We are trying to map the Zendesk ticket deletion workflow to the equivalent Genesys Cloud process, specifically looking at the Interaction Management API. The problem arises when we attempt to delete a contact’s interaction history via the POST /api/v2/interactions/{interactionId}/delete endpoint. We consistently receive a 409 Conflict error stating that the interaction is locked or cannot be deleted due to compliance retention policies. This is blocking our final sign-off, as we need to prove we can fully erase a user’s data upon request, just like we did in Zendesk. We are using the standard Genesys Cloud Admin API keys and have verified that the user has the necessary ‘interaction:delete’ permissions.
The specific issue is that while we can delete the Contact object itself, the associated interactions remain visible in the Agent Desktop and the Analytics reports. In Zendesk, deleting a ticket removed it from the agent’s view immediately. Here, even after trying to purge the data, the interactions still appear in the search results for that user ID. We are wondering if there is a specific ‘soft delete’ flag or a different API endpoint we should be using to ensure complete data erasure for GDPR compliance. We have checked the documentation on Data Retention Policies, but it is unclear how to override the default retention period for specific deletion requests. Is there a way to force-delete these interactions programmatically during the migration phase, or do we need to implement a custom Data Action workflow to handle these requests post-migration? Any advice on the correct architectural pattern for handling these deletion requests would be greatly appreciated, as we want to avoid manual cleanup processes.